Position: Front desk A and B Shift rotation, Night Audit
BASIC PURPOSE: Check-in and check-out guests and respond to inquires and problems in an efficient, courteous and professional manner to achieve maximum customer satisfaction while complying with all SOPs.
ESSENTIAL FUNCTIONS:
1. Handle guest registration and room assignments, accommodating special requests whenever possible. (10%)
2. Pre-register, block reservations, and take same-day reservations and when necessary future reservations following hotel rate structures, discounts, and sell strategies. (10%)
3. Handle guest check-ins/check-outs in accordance with hotel credit/cash handling policies in an efficient and friendly manner. (50%)
4. Resolve customer complaints; assist customers in all inquires in connection with hotel services, in-house events, directions, local attractions, check cashing, safety boxes, etc. (15%)
5. Cancel room reservations according to the procedure. (5%)
6. Treat customers in a professional and courteous manner according to procedures. (5%)
NON-ESSENTIAL FUNCTIONS: (5%)
1. Inventory guest room keys according to policy and request re-keying as necessary.
2. Assist with responsibilities and duties in the absence of heavy volume in the areas of Bell Person, PBX Operator, and Reservationist.
3. Verify registration cards against the computer to ensure accuracy of name, type of payment, rate, and market segment.
Knowledge and Skills:
Education: High School education or equivalent experience.
Experience: Experience required by position is from three months to one full year of employment in a related position in customer service.
Skills and Abilities:
Requires working knowledge of the Front Desk, policies, or operations, and a general knowledge of the hotel. Working knowledge is generally learned on-the-job.
No. of employees supervised: None.
Travel required: None.
Hours Required: 8 hour shifts Morning and afternoons and weekends
Location: Anaheim California
